{
  "ucid": "21112178876219321",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 11:53:13",
  "end_time": "2026-09-07 11:54:27",
  "duration_sec": 74,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf0dc4e834fda84d2fe75390eaaba4687.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 760,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178876219321__DIAf0dc4e834fda84d2fe75390eaaba4687.mp3",
  "audio_bytes": 133272,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 44.424,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello.\n[7s] CUSTOMER: Speak.   (बोलो।)\n[7s] AGENT: Hello, am I speaking with Krishna Enterprise?   (Hello, Krishna Enterprise से बात कर रहे हैं?)\n[9s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[10s] AGENT: Yes yes, hello. This is Rohit Bachhav calling from JSW.   (हां जी हां जी, नमस्ते। रोहित बच्छाव बात कर रहा हूं JSW से।)\n[12s] CUSTOMER: Yes.   (जी।)\n[13s] AGENT: Uh, you had registered on our platform, on JSW One MSME. Do you do some trading work?   (अह आपने हमारे platform पे register किया था JSW One MSME पे। आपका कुछ trading का काम है?)\n[18s] CUSTOMER: Trading... no no no no. That I... retail retail retailer.   (Trading नहीं नहीं नहीं नहीं। वो मुझे retail retail retailer है।)\n[21s] CUSTOMER: Yes.   (जी।)\n[21s] AGENT: Yes, that's the one.   (हां वही वही।)\n[22s] AGENT: Uh, where are you based?   (अह कहां पे based है आप?)\n[24s] CUSTOMER: Surat.\n[25s] AGENT: Okay, do you need any material right now?   (अच्छा, अभी कुछ material चाहिए क्या?)\n[28s] CUSTOMER: Hmm.   (हम्म।)\n[29s] AGENT: Okay.\n[30s] CUSTOMER: Hmm.   (हम्म।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "After asking about a current requirement, you must clarify ambiguous responses like 'Hmm' to either capture the full spec or schedule a firm next step instead of letting the call end.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered customer, confirming they are a retailer in Surat. The agent asked about a current material need, but the call ended after the customer's ambiguous response, without any requirement being captured or a next step being established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This is Rohit Bachhav calling from JSW. Uh, you had registered on our platform, on JSW One MSME.\", \"comment\": \"Agent correctly introduced himself and referenced the customer's platform registration.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"am I speaking with Krishna Enterprise?... Uh, where are you based?\", \"comment\": \"Agent confirmed the company name and location, but did not ask about procurement involvement or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only asked about the business type ('Do you do some trading work?') and failed to conduct any further discovery.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent mentioned the platform name but did not explain any of its features or benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked if material was needed but did not follow up on the customer's ambiguous 'Hmm' to capture specs or schedule a callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without any of the three required closure outcomes being achieved.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After asking about a current requirement, you must clarify ambiguous responses like 'Hmm' to either capture the full spec or schedule a firm next step instead of letting the call end.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered customer, confirming they are a retailer in Surat. The agent asked about a current material need, but the call ended after the customer's ambiguous response, without any requirement being captured or a next step being established.\"}",
  "error": null,
  "latency_ms": 33698,
  "input_tokens": 2972,
  "output_tokens": 713,
  "created_at": "2026-09-25 11:26:49",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.622,
  "agent_talk_sec": 10.7,
  "customer_talk_sec": 6.5,
  "dead_air_sec": 56.8,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 291.6,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 52,
  "words_customer": 19,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876219321",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.83,
      "end_s": 6.23,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178876219321",
      "idx": 1,
      "speaker": "customer",
      "start_s": 7.01,
      "end_s": 7.29,
      "text_en": "Speak.",
      "text_native": "बोलो।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.36,
      "end_s": 9.0,
      "text_en": "Hello, am I speaking with Krishna Enterprise?",
      "text_native": "Hello, Krishna Enterprise से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178876219321",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.33,
      "end_s": 9.78,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.08,
      "end_s": 12.0,
      "text_en": "Yes yes, hello. This is Rohit Bachhav calling from JSW.",
      "text_native": "हां जी हां जी, नमस्ते। रोहित बच्छाव बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.43,
      "end_s": 12.73,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.28,
      "end_s": 16.8,
      "text_en": "Uh, you had registered on our platform, on JSW One MSME. Do you do some trading work?",
      "text_native": "अह आपने हमारे platform पे register किया था JSW One MSME पे। आपका कुछ trading का काम है?"
    },
    {
      "ucid": "21112178876219321",
      "idx": 7,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 21.0,
      "text_en": "Trading... no no no no. That I... retail retail retailer.",
      "text_native": "Trading नहीं नहीं नहीं नहीं। वो मुझे retail retail retailer है।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 21.2,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 21.8,
      "text_en": "Yes, that's the one.",
      "text_native": "हां वही वही।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 23.5,
      "text_en": "Uh, where are you based?",
      "text_native": "अह कहां पे based है आप?"
    },
    {
      "ucid": "21112178876219321",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 24.3,
      "text_en": "Surat.",
      "text_native": "Surat."
    },
    {
      "ucid": "21112178876219321",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 26.0,
      "text_en": "Okay, do you need any material right now?",
      "text_native": "अच्छा, अभी कुछ material चाहिए क्या?"
    },
    {
      "ucid": "21112178876219321",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 28.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178876219321",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 29.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178876219321",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 31.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178876219321",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "This is Rohit Bachhav calling from JSW. Uh, you had registered on our platform, on JSW One MSME.",
      "comment": "Agent correctly introduced himself and referenced the customer's platform registration."
    },
    {
      "ucid": "21112178876219321",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "am I speaking with Krishna Enterprise?... Uh, where are you based?",
      "comment": "Agent confirmed the company name and location, but did not ask about procurement involvement or best contact details."
    },
    {
      "ucid": "21112178876219321",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only asked about the business type ('Do you do some trading work?') and failed to conduct any further discovery."
    },
    {
      "ucid": "21112178876219321",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent mentioned the platform name but did not explain any of its features or benefits."
    },
    {
      "ucid": "21112178876219321",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked if material was needed but did not follow up on the customer's ambiguous 'Hmm' to capture specs or schedule a callback."
    },
    {
      "ucid": "21112178876219321",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly without any of the three required closure outcomes being achieved."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}